Customer Success
What is Customer Success?
Customer Success is the function responsible for onboarding, retention, expansion, and customer outcomes after the sale.
Also known as: CS
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Customer Success Benchmarks
| Segment | Level | Benchmark |
|---|---|---|
| quarterly NRR per CSM | average | 95% |
| quarterly NRR per CSM | fantastic | 105% |
| quarterly NRR per CSM | good | 98% |
| quarterly NRR per CSM | great | 100% |
Common Mistakes with Customer Success
- Under-investing in the customer success team.
- Under-investing in upselling and cross-selling new products, services, and features to existing customers.
Customer Success vs Related Metrics
- Customer Success vs LTV to CAC Ratio — how the two differ and when each matters.